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2 mins on…

2 minutes on… Text analytics, a game changer.

By on Mar 28, 2017 in 2 mins on..., Articles and Whitepapers, Customer Satisfaction, Insights, Research | 0 comments

. Bright’s 2 minutes on… Text analytics, a game changer for our industry. Stop non-customer service departments doing stupid things to your customers. Go from manual data mining of verbatim to automatic real-time insight. Become a real-time information hub for your entire organisation. A longstanding challenge for the customer service industry For 30 years contact […]

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2 minutes on…The danger of focusing on key performance indicators in isolation

By on Oct 18, 2016 in 2 mins on..., Insights | 0 comments

Hopefully now most of the contact centre industry has started to see the danger in chasing isolated metrics and the often counterproductive outcomes this can cause. Over the years, contact centre managers have been guilty of measuring what’s easy or readily available to them rather than focusing on what truly drives business value. This is […]

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2 minutes on… Why outsourcers should embrace benchmarking

By on Dec 15, 2015 in 2 mins on..., Articles and Whitepapers, Insights, News | 0 comments

Very few outsourcing clients are able to quantify the benefits their outsourcing arrangements give them and only a staggeringly small proportion of companies use independent benchmarking to measure the success or otherwise of their outsourcing contracts. A KPMG report on the value of outsourcing reported that of the 659 companies that took part in their […]

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2 minutes on… Speech analytics on a budget

By on Oct 15, 2015 in 2 mins on..., Articles and Whitepapers, Insights | 0 comments

Speech Analytics is the practice of automatically searching audio to understand and analyse what is happening on a telephone call, and then using this insight to improve agent performance and business processes. There are some excellent examples of speech analytics being used effectively by contact centres but more often than not, those who ‘have’ an […]

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2 minutes on… What’s missing from your Quality Assurance process?

By on Jul 15, 2015 in 2 mins on..., Insights | 0 comments

Ensuring you are offering a good quality service to customers over the phone is naturally a huge priority for most businesses. But who defines what actually constitutes good quality? Due to the complexity involved, Quality Assurance (QA) processes can sometimes be fairly arbitrary. For example, is it fair that when a customer service agent handles […]

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2 mins on… Using your Voice of Customer Solution for Compliance

By on Jun 18, 2015 in 2 mins on..., Insights, News | 0 comments

If your company operates in a regulated industry (e.g. financial services, telecoms or utilities), you of course need to ensure data security and legal compliance. But regulators now also focus on quality of customer service when scoring and benchmarking businesses. So who decides what good quality looks like?We regularly come across companies who are angry […]

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2 minutes on… The Four Pillars of a Successful Voice of the Customer Strategy

By on Mar 30, 2015 in 2 mins on..., Insights, News | 0 comments

How often have you heard the phrase “our customers are at the heart of everything we do”? It’s turning into something of a cliché. But, as with most clichés, that’s because it is true. Customer service professionals really do care about their customers and have their best interests at heart. However, the challenge in the […]

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2 minutes on… Optimising team leader/advisor ratios

By on Feb 11, 2014 in 2 mins on..., Contact Centre Performance, Customer Satisfaction, Employee Engagement, Insights, Trends | 0 comments

Richard Beard explains how you can optimise team leader/advisor ratios and introduce the deputy manager. Budgets usually determine how many advisors to a team manager there are in a contact centre. However, the right team leader/advisor ratio has a significant impact on performance and needs more attention than it normally gets. We also see the […]

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2 minutes on… How to beat the rest!

By on Dec 5, 2013 in 2 mins on..., Contact Centre Performance, Customer Satisfaction, Insights, Trends | 0 comments

We recently compared our clients’ performance to several standard industry benchmarking reports and found that their performance was superior on most of the relevant KPI’s. Here we share some top tips on how you too can achieve a healthier performance. As well as helping you get your KPI’s outperforming others, which we’ll look at below, […]

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2 minutes on… First Contact Resolution

By on Aug 15, 2013 in 2 mins on..., Contact Centre Performance, Customer Satisfaction, Insights | 0 comments

Optimising processes is the quickest way to pull off the magic trick of cutting costs and improving customer satisfaction at the same time. Why then are there still so many businesses operating inefficient processes, highlighted by low FCR?   Well, it’s a quite complex chore and difficult to know what to prioritise. We’re also too […]

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